Write to [email protected] or use the form below. We answer corrections quickly, and we would rather fix a wrong measurement than defend it. We cannot recover stolen or misdirected funds, and we will never ask you for a seed phrase.
Message sent
It has reached us and nothing else needs doing. If you asked about a specific transaction, keep the ID handy for the reply.
Expect an answer within two working days, from a person.
What to include about a stuck transaction
Roughly half the messages we get cannot be answered without a follow up question, which costs both sides a day. Four lines fix that.
- The transaction ID. The 64 character one, not a screenshot of your wallet balance. It is public data, so sending it costs you nothing.
- Where it came from. Your own wallet, or a withdrawal from an exchange. This single fact decides whether you can fix it yourself, because you cannot bump a transaction somebody else signed.
- Which wallet or exchange. The available options differ enormously between them, and knowing which one skips a round of guessing.
- What you have already tried. If a fee bump failed, tell us what the error said. That message is usually the answer.
Before writing, it is worth running the ID through the free checker. Most days it answers the question in a few seconds and tells you that nothing needs doing.
What we cannot do
Being direct about this saves you time and hope.
- We cannot reverse a confirmed transaction. Once mined, it is permanent. This is not a policy, it is what a blockchain is.
- We cannot recover coins sent to the wrong address. Only whoever controls that address can return them.
- We cannot recover funds lost to a scam. Any service promising otherwise is running the second half of the same scam, and the recovery fee is the point of it.
- We cannot act on your exchange account. We are not them, and we have no access to it.
- We cannot make a miner include your transaction. We run no pool and have no arrangement with one. What we can do is show you the fee shortfall in sats, which is the actual problem.
Nobody legitimate needs your seed phrase
Not us, not your wallet's support, not a recovery specialist, not an accelerator. Anybody who asks is trying to empty the wallet. If you have already shared one, move whatever remains to a new wallet immediately, and treat the old one as gone.
Corrections
Every number on this site is measured rather than repeated, so an error here is our error. If a figure looks wrong, send the page and the figure, and the reading you got instead. The raw measurements sit at /data/facts.json if you want to check one before writing.
Corrections are made quickly and the page's measurement date moves with them. We would rather be publicly wrong for a day than quietly wrong for a year.
Security disclosure
If you have found a vulnerability, send it to [email protected] with "security" in the subject, or pick that option in the form.
- We acknowledge within two working days.
- We will tell you honestly whether we can reproduce it, and when we expect to fix it.
- We will not threaten you for reporting in good faith.
- We will credit you when it is fixed, if you want the credit.
Please do not run automated scanners against the relay endpoint or degrade the service while testing. The upstream nodes are run by volunteers, and the cost of a noisy test lands on them rather than on us.
Response times
| Type | Usual response |
|---|---|
| Security disclosure | Within 2 working days |
| Correction to a measurement | Within 2 working days |
| Question about a stuck transaction | 2 to 3 working days |
| Press or research | 2 to 3 working days |
This is a small operation, not a support desk, and those are honest estimates rather than a service level we are pretending to sell you.
There is no StuckBTC phone number
Search results for stuck Bitcoin transactions are full of pages carrying phone numbers presented as exchange or accelerator support. Every one of them is fraudulent. We have no telephone line, we will never call you, and any number claiming to be ours is somebody attempting to take your coins.
Check the transaction first
Twenty independent nodes, every answer shown, and a plain verdict in seconds. It usually answers the question before you need us.